State government ramps up Service NSW

State government funds customer service system integration, payments gateway for ‘one-stop shop’

The state government has ramped up funding of Service NSW in its 2014-15 budget, thanks partly to the integration of the network of motor registries.

Service NSW launched in July last year and is intended to be a ‘one-stop shop’ for access to state government services through online channels and customer service centres.

The state budget allocates $324 million for the agency including a $190.5 million transfer from Roads and Maritime, with motor registries to be transformed into Service NSW centres.

The RMS Customer Service Branch, which includes motor registries, will be transformed into part of Service NSW from 1 July this year. An additional 59 sites will be integrated into Service NSW in 2014-15. Currently 800 government transactions are available through Service NSW.

Service NSW full-time equivalent employees are projected to increase from under 700 to close to 1100 in 2014-15.

$54 million has been allocated for “network technology; customer service system integration; technology upgrades; and initial work on the payments gateway project” for the agency, budget documents state.

“The number of online transactions is expected to increase by at least 75 per cent over the next decade. That is why we are looking to put more transactions online as well as introduce new initiatives such as LiveChat, a mobile app and more self-serve kiosks to save customers time and allow them to increasingly use their mobile or portable devices,” NSW Premier Mike Baird said in a statement.

“Importantly, we are working to provide end to end transactional services online. The Service NSW digital service already provides access or information on multiple transactions such as car registration renewals, boat licence renewals, enrolling to vote, birth certificate applications and fishing licences.”

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